01Overview
The ideal candidate possesses excellent communication skills, strong
problem-solving abilities, and a passion for helping customers.
Key Responsibilities
The role of the Customer Service Associate (CSA) - Voice, will be responsible
for:
Handle customer interactions through inbound and outbound voice
calls.
Understand customer concerns, diagnose issues, and provide timely
and effective resolutions.
Deliver a high-quality customer experience by demonstrating
professionalism, empathy, and active listening.
Build rapport with customers and establish trust through effective
communication.
Manage customer expectations regarding issue resolution and
follow-up timelines.
Accurately document customer interactions and actions taken
within internal systems.
Maintain compliance with company policies, procedures, and quality
standards.
Support customer retention and satisfaction by providing
exceptional service during every interaction.
Essential Functions
Deliver outstanding customer service while maintaining professionalism
and courtesy.
Gather, verify, and analyze customer information to identify appropriate
solutions.
Demonstrate sound judgment and decision-making skills when
resolving customer concerns.
Learn and adapt quickly to new products, services, tools, and processes.
Maintain thorough knowledge of company systems and operational
procedures.
Meet or exceed performance metrics, including Quality, Customer
Satisfaction (CSAT), Productivity, and Adherence targets.
Participate in team meetings, coaching sessions, and training
programs.
Perform additional duties and responsibilities as assigned.
Required Skills & Competencies
Excellent verbal and written communication skills in English.
Strong customer service orientation with the ability to build rapport
quickly.
High emotional intelligence and the ability to remain calm under
pressure.
Strong listening, probing, and problem-solving skills.
Ability to multitask and work effectively in a fast-paced environment.
Strong organizational and time-management skills.
Basic computer proficiency and ability to navigate multiple systems
simultaneously.
Ability to work flexible schedules, including weekends and holidays as
required.
Qualifications & Experience
Must successfully pass a background check
High school diploma or equivalent required
Minimum 6 months of experience in an International Voice Process or
Customer Service environment.
Prior BPO or contact center experience is preferred.
Apply now by sharing your resume to yasmidha.noor@intouchcx.com (OR) (+91) 7386528418
NOTE: IntouchCX does not charge fees for recruitment, interviews, training, or onboarding. We will never ask for payment, or request financial or banking information during the recruitment process. We communicate only through official IntouchCX channels. If you receive a suspicious job offer or posting from anyone claiming to represent IntouchCX or be an IntouchCX employee, please report it immediately through our official website for review and verification.
Compensation: 250,000.00 - 400,000.00 per year
Benefits:
Health insuranceProvident FundWork Location: In person .
